The manager of The Terrace restaurant in Yarmouth, Isle of Wight, has hit back at a customer's negative review of his establishment

Isle of Wight restaurant boss hits back at TripAdvisor two-star review

Isle of Wight restaurant boss responds to two-star TripAdvisor review of walk-in customer who complained about £7 prosecco and ‘discrimination’ after he was offered a limited menu because she didn’t have a reservation

  • A woman called Sue complained about her dining experience on TripAdvisor
  • Customer complained about prices at The Terrace in Yarmouth, Isle of Wight
  • After reading her complaints, restaurant manager Tom Fahey defended his staff

A restaurant manager has hit back at a complaining customer who said she had to pay £7 for a glass of Prosecco.

Tom Fahey, general manager of The Terrace in Yarmouth, Isle of Wight, responded to a negative TripAdvisor review to defend his establishment.

After disgruntled customer Sue complained about the prices and a limited menu, Tom savagely refuted and advised her to “ask Mr. Google” before going out for dinner.

He later deleted his response and replaced it with a different ‘tone’ – although he added that he stood by his point.

The manager of The Terrace restaurant in Yarmouth, Isle of Wight, has hit back at a customer’s negative review of his establishment

The woman, named Sue, complained of having to pay £7 for a glass of Prosecco and waiting up to an hour for a salad and a terrine.

The woman, named Sue, complained of having to pay £7 for a glass of Prosecco and waiting up to an hour for a salad and a terrine.

Sue's reviewer claimed it was 'discriminatory' for not allowing her to order from the full menu when she arrived at the restaurant without a reservation in advance

Sue’s reviewer claimed it was ‘discriminatory’ for not allowing her to order from the full menu when she arrived at the restaurant without a reservation in advance

In her scathing two-star review, Sue said The Terrace was in a ‘beautiful location’ but claimed it had a ‘very limited menu’ because she hadn’t booked in advance.

She wrote: ‘We thought we were lucky to get a table outside overlooking the marina on a glorious day.

“However, they didn’t tell us that walk-in customers get a very limited menu and those who book get the full menu, which sounds incredible. We sat for an hour until we could even order from the limited menu.

She also claimed that she was not allowed to order olives and had to wait an hour for a salad and a terrine.

“It’s books with beer and wine,” she added, saying it was “discriminatory” not to allow her to order from the full menu.

Responding to Sue’s negative review, Tom said: ‘I know you feel appalled at not getting what you wanted when walking into a fully booked restaurant on an incredibly busy day in the height of summer, but I’m going to please you and respond by explaining a bit about the price of wine, the cost of land, and how restaurants operate.

Despite claiming she had a bad experience at The Terrace in Yarmouth, Sue admitted the restaurant was in a 'beautiful location'

Despite claiming she had a bad experience at The Terrace in Yarmouth, Sue admitted the restaurant was in a ‘beautiful location’

After initially responding to Sue's complaint with a sassy message, Tom edited his response by explaining that he had taken the wrong tone.

After initially responding to Sue’s complaint with a sassy message, Tom edited his response by explaining that he had taken the wrong tone.

“As someone who seems to own a boat that requires mooring, you will no doubt appreciate the cost of buying or renting waterfront real estate.”

After making her point, and then some, Tom ended his review with a tip for the restaurant that he said would “also benefit” her and restaurant owners.

He wrote: “If you’re mooring in a bustling seaside town in August and want to eat food that ‘sounds amazing’, my advice is to book a table.”

“Or, at the very least, ask Mr. Google to tell you which menus are available where.”

Later, Tom seemed to regret his scathing response, which he deleted.

Taking to Twitter, he said he was sticking to the “substance” of his post but didn’t think he had hit the right tone.

He said: “The story should be our team’s heroic efforts to delight over 300 guests a day, not mine dressing one up sarcastically.”

He edited his review on TripAdvisor and replaced it with one that read: “I think readers will agree the £7 Prosecco is actually quite good these days, especially with a lovely view of the sea.”

“The Castle Terrace menu referenced here is not limited – 20 full plates are available.”

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Isle of Wight restaurant boss hits back at TripAdvisor two-star review

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